I pre-ordered a 32GB 4S from the online Apple Store and decided I wanted to get a 64GB after the order had been processed. I called the online store twice and was told both times that I would be able to take my phone to the brick-and-mortar Apple Store and exchange it for a 64GB.
My 32GB arrived this morning, so I called the Apple Store to confirm that I could exchange my phone there and was told that it wouldn't be a problem.
I went to the store, stood in line for an hour and and spoke to a girl who was passing out ticket vouchers for phones and told her my situation and was told again it was not problem.
When I was next in line to get my phone was greeted by a very nice gentleman and he told me that they couldn't do an exchange from the online store at the brick Apple store.
I asked to speak to a manager who also tried to be very helpful. He called the online store and AT&T trying to get this thing exchanged and everything seemed to be going ok, until the store system wouldn't accept an exchange on an item placed online. This process took another hour and fifteen minutes.
I was told my only option was to ship the phone back to the online store as a return then place a new order (looks like 2-3 weeks shipping time now). The manager is trying to work something out and said he will call back tomorrow.
I now have over two hours invested in the process of returning a online order from Apple to a brick Apple Store. I can understand if it can't be done because of inventory issues or the fact that a third-party cell phone provider is involved the transaction. But to have two people from the online store and two people from the Apple store tell me that I could do this exchange and then spend an hour in line and over an hour with a manager trying to get this thing exchanged seems pretty ridiculous. My time could have been saved at four different points during this process.
Hopefully something will work out, but I can't believe that this hasn't been a common situation in the past four years since the iPhone was released or that Apple's employees aren't better educated about their own policies on online vs. store exchanges/returns.